Director, Loyalty & CRM

CRUX Loyalty & CRM United States -Remote Full-time

Job Overview

Bounteous+Hathway is a digital growth partner for the restaurant and c-store industries, helping brands like Domino’s, Wingstop, Wawa, Panda Express, and DashIn. drive incremental revenue through digital experiences. Hathway’s proprietary technology accelerator, NomNom™, powers custom digital ordering, loyalty apps, and websites that fuel more than $2 billion in sales per year. 
In November 2021, Hathway joined Bounteous, a leading digital innovation partner that co-innovates with the world's most ambitious brands to create transformative digital experiences. Bounteous services include strategy, experience design, technology, analytics and insight, and marketing.
Hathway is looking for a Director, Loyalty & CRM to lead in designing, refining, and optimizing loyalty programs & CRM strategies across client engagements. This role will also be responsible for managing a team of loyalty & CRM marketers responsible for developing strategies around offers, campaigns, and additional marketing tactics set forth by the program. The Director, Loyalty & CRM reports to the VP, Growth Marketing and will work closely with Product, Creative, Technology and Analytics & Insights teams.


  • Lead CRM client engagements and the design of loyalty programs from discovery through deployment
  • Leverage expertise in retention based marketing, customer segmentation, lifecycle marketing, and customer engagement strategies to develop programmatic approaches to increase customer lifetime value
  • Lead all phases of the engagement and retention initiatives including scoping, discovery, ideation, program design, modeling, launch strategy, and ongoing execution of offers and campaigns 
  • Consistently measure, monitor, evaluate, and refine engagement and retention programs to maximize incremental revenue and profit results
  • Define and benchmark CRM and Loyalty KPIs against the competitive landscape as well as use data and analytics to develop the business case opportunity connected to program design including quantifying ROI and identifying KPIs  
  • Collaborates closely with cross-functional team across program implementation, solutions engineering and customer success - bridging CRM & Loyalty programs from initial client objectives to optimal execution
  • Lead materials creation and presentations for new business opportunities related to CRM & Loyalty
  • Responsible for the performance of major accounts from Loyalty & CRM perspective as well as the optimization of CRM


  • Bachelor's degree in Marketing, Communications, Business, or related field
  • Minimum of 10+ years experience in Marketing, Loyalty Strategy, CRM, Communications with some agency experience
  • Understanding of CRM or user level schema for use in segmentation and targeting 
  • Analytical mindset and unparalleled attention to detail; demonstrated success in measurement of marketing activity; clear understanding of ROI
  • Proven experience with utilizing email and sales data for trend analysis 
  • Excellent written and verbal communication skills
  • Enjoy problem solving and making complicated situations simple and painless
  • Thrive in a fast-paced startup environment where flexibility and adaptability are key

  • #LI-Remote 

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